So not too long ago I posted about my 686SSR and its canted barrel. S&W sent it back with tool marks on the frame, barrel, and underlug. I immediately called S&W, and eventually got someone on the phone that actually seemed to care. He told me to mark the spots with red crayon and send it back to them. They would polish the frame and try to get all of the marks out. They were also going to replace the sideplate screws and sight rib screws that were buggered up when the barrel was adjusted. The messed up screws alone scream to me that the gunsmith was in a hurry and didn't really care. He apologized and told me they would make it right.
That brings me to a phone call I received yesterday afternoon from S&W customer service.
I was called by a customer service rep, who told me that S&W warrants mechanical items on firearms, but not cosmetics, and if I wanted the marks taken out I would have to pay for a refinish. My SSR is barely 3 months old, has not been fired by me as of yet, and S&W has had the gun for almost a month and a half between the two "repairs." She admitted there were marks on the gun, but TOLD me I must have damaged the finish. She also reminded me that marks/scratches on a firearm don't effect its function. Really!? I responded with neither does a scratch on the hood of a Ferrari, but if the owner didn't put it there, the person/people who did are responsible to make it right. I asked to speak to her manager, and of course since it was almost 5pm on the Friday before a holiday weekend, there wasn't a manager available.
I can't believe that S&W refused to polish the marks. I'm not asking for a new frame, I'm simply wanting my brand new $900 revolver returned to me in the same way I sent it to them. What really urks me about the whole situation is that this was all because of a canted barrel that should have never left the factory to begin with!
I'm also the kind of person who really takes care of everything I own. I am religious about maintenance on my vehicles, firearms, and home. Yes, I am the person you see parked at WalMart that parks out so far from the doors I practically need a backpack and canteen before I can get groceries. I know my SSR isn't a $5K registered magnum or a factory engraved revolver, but it is what I consider a nice revolver. If I were looking for a gun to carry on my 4 wheeler, I would have purchased a used 686 and not really care....but I already have one of those. If this is any indication of how S&W customers are treated, I have officially purchased my last new S&W. I will continue to collect pre models and early post war revolvers, but will not give S&W any more of my money directly.
Has anyone else had to go through all of this with customer service. I'm beginning to think this gun is cursed somehow! Any help or advice would be greatly appreciated.
End of rant
That brings me to a phone call I received yesterday afternoon from S&W customer service.
I was called by a customer service rep, who told me that S&W warrants mechanical items on firearms, but not cosmetics, and if I wanted the marks taken out I would have to pay for a refinish. My SSR is barely 3 months old, has not been fired by me as of yet, and S&W has had the gun for almost a month and a half between the two "repairs." She admitted there were marks on the gun, but TOLD me I must have damaged the finish. She also reminded me that marks/scratches on a firearm don't effect its function. Really!? I responded with neither does a scratch on the hood of a Ferrari, but if the owner didn't put it there, the person/people who did are responsible to make it right. I asked to speak to her manager, and of course since it was almost 5pm on the Friday before a holiday weekend, there wasn't a manager available.
I can't believe that S&W refused to polish the marks. I'm not asking for a new frame, I'm simply wanting my brand new $900 revolver returned to me in the same way I sent it to them. What really urks me about the whole situation is that this was all because of a canted barrel that should have never left the factory to begin with!
I'm also the kind of person who really takes care of everything I own. I am religious about maintenance on my vehicles, firearms, and home. Yes, I am the person you see parked at WalMart that parks out so far from the doors I practically need a backpack and canteen before I can get groceries. I know my SSR isn't a $5K registered magnum or a factory engraved revolver, but it is what I consider a nice revolver. If I were looking for a gun to carry on my 4 wheeler, I would have purchased a used 686 and not really care....but I already have one of those. If this is any indication of how S&W customers are treated, I have officially purchased my last new S&W. I will continue to collect pre models and early post war revolvers, but will not give S&W any more of my money directly.
Has anyone else had to go through all of this with customer service. I'm beginning to think this gun is cursed somehow! Any help or advice would be greatly appreciated.
End of rant
